On November 18th, we released our new Zendesk for Twitter integration, which allows Zendesk help desks to create a Twitter search in Zendesk.
By searching Twitter for mentions of your brand or product, you can be on the lookout for questions, comments, or complaints and use Zendesk to engage and reply to those tweets. The process is really easy: users simply convert tweets into a ticket or what we like to call a twicket.
Its easy in theory anyway, but what about when its actually time to create a twicket? Well, thats where we did something we felt was pretty darn innovative.
To help folks become familiar and comfortable with the whole twicket process, we sponsored a contest that required agents using Zendesk to create a twicket in order to be eligible to win. It was a successful effort. We were floored not only by the response we got, but also by the enthusiasm with which folks embraced the twicket process.
Of course, the goal of our twicket contest was to highlight the demand from customers to use Twitter as a viable tool for engaging with businesses about products and as a channel for customer support. Edison Research reports that 42% of people using Twitter are seeking out knowledge and information on products and services and 19% are seeking customer support through Twitter. The biggest takeaway from our twicket contest is the importance of your business listening and being prepared to engage when a customer tweets a question about you.
One of our winners, Teaching Jane, a company that offers simple computer lessons for beginners, most suitably learned just that:
It was only via this competition that I realised how pro-active it [Zendesk] is at
finding people on Twitter and turning them into customers. I assume that
was the point of the competition and in that regard it had been 100%
effective, well done!
Teaching Jane also noted that:
It would have taken me a while to get around to trying out the "twickets" functionality in Zendesk.
I had not had a chance to look into it and had assumed that it was a way of collecting tweets aimed at @teachingjane and turning them into tickets.
The email went onto note that the idea of being able to track and archive those conversations and integrate them into other services impressed a colleague who has vowed to recommend Zendesk to all of their contacts for this functionality alone.
Emails like this make us beam like a proud parent who just took the training wheels off of their childs bike. Wed be lying if we tried to say that our contest wasnt a bit of shameless self promotion, but at the heart of it truly was the chance to teach our users about a functionality that we think could change how some people are doing business forever.
So now the competition is over and the prizes have been awarded it's time for you to adjust your settings in your Zendesk so that you can follow your own brand on Zendesk. The prizes from here on are "Love Tweets" and the satisfaction your customers will have when you reply to their messages, offering help and support in a timely manner.